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Digital Workspace Contact Center

Unified Contact Center Express 12.0 Configuration Lab

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Solution Overview
Cisco Unified Contact Center Express (UCCX) is designed for mid-market companies or enterprise branch offices with support for up to 400 agents. UCCX supports agent-based services in the form of inbound/outbound voice, email, web chat and customer interaction management in an easy to install and configure package.

Version 12.0 of UCCX introduces redesigned and greatly improved agent, supervisor, and reporting interfaces.  Anyone currently using Cisco's Contact Center platforms should test the improvements in the user experience provided by UCCX 12.0. 

Learn the basic concepts of the system and configure a working system in this 4-hour hands-on lab exercise.  Once the lab is configured, the student may use the sandbox for further experimentation and study, which they would not be able to do in a production environment.

This on-demand lab is for anyone who installs, configures, or maintains Cisco Contact Center Express.

Goals & Objectives

This technical lab provides a step-by-step guide to lead the student through the configuration of a basic inbound voice call center.  This lab allows the student to start from installation of a Contact Center Express and have a working call center in hours. 
 
The student performs the following activities: 
  • Configure Cisco CallManager Dial Plan and Codecs for UCCX
  • Configure Cisco Endpoints for Agent DNs
  • UCCX 12.0 Initial Setup
  • Configure Cisco CallManager Users for UCCX
  • Create a JTAP Call Control Group in UCCX
  • Create Resource Groups in UCCX
  • Create Queues in UCCX
  • Assign Agents and Supervisors in UCCX
  • Configure Teams
  • Configure IVR and ACD Applications in UCCX
  • Finesse Desktop Verification with Jabber Endpoints
  • Install UCCX Script Editor

Hardware & Software

This lab consists of the following components: 

  • Cisco Call Manager 12.5
  • Cisco Unity Connection 12.5
  • Cisco Instant Messaging and Presence 12.5
  • Cisco Contact Center Express 12.0
  • Cisco Jabber for Windows 12.5
  • Microsoft Windows 2012 Active Directory / DNS
  • Microsoft Exchange 2013
  • Microsoft Windows 10 Desktops
  • VMWare Horizon VDI 7.4

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